CCP Error: Authorization Failed with code 401

Jewel
Tera Contributor

‎02-19-2024 12:28 PM

I've been reviewing this issue for quite some time .
Some of our CCP user's randomly get signed out of their softphones within the service now integration.  During a full day this can happen 2-3 times per user.
I reviewed the logs and there is a INFO log showing the the authorization token will expire shortly after the error code 401 appears see logs below,
Has anyone else seen this.  This issue recently started this January we have already installed the latest update from Service-now related to the chrome browser cookies issue.
Logs:
 
2024-02-19T15:45:55.338Z ccp INFO Auth token expires at Mon Feb 19 2024 11:15:54 GMT-0500 (Eastern Standard Time) Start refreshing token with retry.
 
2024-02-19T15:45:55.399Z ccp ERROR Authorization failed with code 401
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Tony Chatfield1
Kilo Patron

‎02-20-2024 01:44 PM

Hi, my understanding is that the Amazon CCP is presented to ServiceNow users within an IFrame, which would mean the users are signing in to\out of Amazon directly and that SNC is not involved in the user auth process.

Have you investigated Amazon auth\error logs?

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